The importance of custom branding

When it comes to delivering exceptional IT support, the little details can make a big difference. That’s why the team at Retool decided to take their Risotto chatbot experience to the next level by creating a custom branded experience that helped represent their unique culture. The Retool team knew that a personalized support experience would go a long way in driving employee engagement and satisfaction. So they set out to develop a unique brand for their Risotto implementation, ultimately landing on the playful character they call “Remy.”

Building a branded employee experience

Working closely with their in-house design team, the Retool IT manager Charlie Verrey described the collaborative process of
bringing Remy to life: “We went to the brand design team and said, ‘we have a name,
could you make a character avatar for us?” Charlie recounted. 

The result was a retro-inspired chatbot avatar with a friendly, approachable demeanor –
a perfect fit for Retool’s culture. “It was inspired from the happy mac that gave it an old-school type personality,” Charlie explained. Beyond just an aesthetic upgrade, the relatable Remy brand helped reinforce Retool’s values and create a more familiar support experience for employees. As Charlie noted, “you want to have something that’s familiar, and Risotto’s custom branding allowed us to do that.”

This personalized touch generated enthusiasm and positive reactions from the Retool team, who were eager to engage with the new chatbot. The seamless Slack integration also helped Remy blend naturally into the company’s existing communication channels, further enhancing the employee experience.

Risotto helps improve efficiency and SLA adherence

The customized chatbot not only generated enthusiasm from the team, but also contributed to tangible improvements in their key performance metrics. “Time-to-first-response was a really important metric for us. We are seeing it’s now measured in seconds with Risotto, which is really awesome,” Charlie shared.

Additionally, Retool was able to meet their 2-day SLA for ticket resolution, with Charlie noting, “Our target SLA was 2 days and we’re now beating that averaging only 1 day to ticket close using Risotto. So we’re meeting that SLA very well and Risotto is a big part of that.”

Custom branding builds IT’s reputation and reinforces trust

The combination of improved business metrics with a recognizable brand creates a virtuous cycle that helps IT build their reputation for delivering on their promise to empower employee productivity. When numbers are improving, and that improvement is tied to an internal brand, it helps foster trust in the IT team and reinforces the value they provide to the organization. 

The story of Remy is a testament to the power of custom branding to elevate the support experience. By investing in a memorable chatbot persona, Retool was able to drive greater employee engagement and satisfaction - setting the stage for even more success with further Risotto implementation time.

A memorable takeaway from Retool’s story is when exploring ways to enhance IT support operations do not underestimate the impact of thoughtful branding. When using a product like Risotto the possibilities are endless to create a support experience that is uniquely matched to company culture and elevates the overall employee experience.